Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company kept my client copays and deductibles for over 6 months, falsely alleging that my company's EIN number did not match their software's records. A bunch of malarkey! Working with multiple large insurance companies and other third party payers such as Stripe, we NEVER HAD AN ISSUE such as this before. After 5 years of working with them all of a sudden they could not confirm my company's EIN? Right . . . . When they were given paperwork to correct this, they did nothing They pocket the money of small businesses and leave you hanging out to dry. They took their time correcting this and I am still out over $3000 in client monies!!!! They should not be in business. I am not attempting to use BBB to collect but rather to warn other businesses

  Business Response

  Date: 02/15/2024

  Thanks for your message. Ivy Pay takes customer feedback, both positive and negative, very seriously. Moreover, we are committed to working collaboratively on any improvement when those opportunities arise. With that said, there is absolutely no merit or truth to your unsupported claim. Our HIPAA-safeguarded and PCI secure system assures that funds are always settled according to vigilant banking security protocols and anti-money laundering protections that require acts of fraud to be reported to authorized bodies for investigation and possible prosecution.

  Looks like you were able to resolve this and continue to use the service since - thanks so much. Definitely let me know if there's anything I can help with in the future at ********************* ******* ******* at Ivy

   

• Initial Complaint

  Date:01/02/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  From November 26-December 2, I received nearly $4,000 in payments from clients (15 transactions) that IvyPay failed to deposit into my account in a timely manner (they had not been deposited as of December 20). Deposits from before and after were processed as normal. I would not have realized this discrepancy had I not randomly checked my deposit history on December 20 and discovered this egregious error. I contacted the company (again, they only email, they do not call), and they had me re-enter my business information/credentials. After I did so, I received the full amount in 2 business days. At no time did I receive any notification that they were having trouble depositing my funds due to missing or non-updated information, and clearly this was not a problem before or after the period with missing funds. After I received my funds, I requested an explanation of this error several times, not only because it seems to be happening to many IvyPay users in recent months, but also so I could prevent it in the future. I have heard nothing further from IvyPay since they wrote to confirm my deposit despite several requests for information regarding what happened. If I don't hear back from them, I plan to switch platforms as I am uncomfortable with this seeming to be the trend for IvyPay, based on complaints filed here and similar reports from colleagues.

• Initial Complaint

  Date:10/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On September 22nd and 29th I submitted for payment to Ivy Pay for $608 and $304 and have not been reimbursed. I have tried contact them by email and request a call back with no response. They are supposed to reimburse you within 24 to 48 hours. It is now October 11 and I yet to receive my funds or any contact from Ivy Pay. This company for needs to be turned into the *** at this point because it appears they have a long history of fraud. Please give me money ASAP and contact IVY PAY.

  Business Response

  Date: 10/23/2023

  Ivy Pay takes customer feedback, both positive and negative, very seriously. Moreover, we are committed to working collaboratively on any improvement when those opportunities arise. With that said, there is absolutely no merit or truth to your unsupported claim. Our HIPAA-safeguarded and PCI secure system assures that funds are always settled according to vigilant banking security protocols and anti-money laundering protections that require acts of fraud to be reported to authorized bodies for investigation and possible prosecution. 

• Initial Complaint

  Date:07/27/2023

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I utilized Ivy Pay to collect session fees as my business was launching. I used Ivy Pay for approximately eight months and then linked my bank account. At the time, there was approximately $21,000 in my Ivy Pay account. The bank account was confirmed as being linked, the fees have all cleared my client's accounts and the money disappeared from the Ivy Pay screen without any deposit being made in my bank account. All $21,000 remains with Ivy Pay. I have sent repeated requests for contact and guidance and have had no response from anyone at Ivy Pay. At this point in time, I am considering pursuit of legal intervention as the sum of money is significant. This is to serve as warning to other users that there appears to be fraudulent activity within the app, considering the terms of service (and advertised on their website) is that funds will be deposited within 2-3 business days. When an issue of this significance arises, it is a fair expectation that contact and resolution would be offered.

• Initial Complaint

  Date:07/26/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I use IVY PAY to collect payments from clients and Ivy. Pay deposits the money into my bank account within 24 to 48 hours. Ivy pay has not deposited the last amount of money that they owe me. They also have not returned my phone calls or my emails. They owe me *******.

• Initial Complaint

  Date:06/23/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ivy Pay has withheld over $1500 in funds for services that I provided and charged for through their application. The application is solely intended to bill for services, collect a percentage and disburse funds to my account. They are not adhering to the terms of service as agreed upon. Additionally, they are unreachable and have not responded to multiple emails. When I requested a call back, I received an email instead. Upon responding to the email sent by their team that did not address the concern, the company has since not responded yet again.

• Initial Complaint

  Date:05/31/2023

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ive used IvyPay for years with no issue. I recently had to change phone numbers last minute, and so no longer have access to the number associated with the account. As a result, I cant log in due to 2 factor authentication. I contacted the help email (no phone number is available) and received a fairly prompt response asking for clarification and assuring the concern would be addressed. I followed up 3 days later seeking updates and was told someone would be in touch once changes were made. Since that email it has been 3 weeks. I have sent 3 follow up emails and 2 new inquiries through the help email with no response. I found a number off BBB and left a voicemail today though I have little hope of a response. I use IvyPay for billing and financial tracking. This sort of lock out and lack of response is wreaking havoc on my business, costing me money, and creating undue inconvenience for my clients.As I am typing this I did receive a generic response email assuring the urgency was communicated to the product team whos investigation is under way and a response will come through soon. The lack of timeline, or fact that a simple information update has already taken almost a month, gives me little hope.

• Initial Complaint

  Date:05/09/2023

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ive been waiting three weeks for Ivy Pay to address an issue Im having. I emailed requesting an update on fixing the problem and get no response. I had to email other address *** received correspondence from to request someone respond. After complaining to others I finally got a response saying its being reviewed and Ill hear back accordingly. That was nearly a week ago and I havent had anyone get in contact with me to resolve this issue. I feel Im left to my own accord to figure out a technical issue I find it hard to believe they havent experienced before.

• Initial Complaint

  Date:04/07/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been using IVYPay for multiple years. Over the past year, I have had some customer service needs including multiple clients not being able to access their superbills so they can submit to insurance, as well as my not being able to add certain code modifiers that client insurers are requesting for reimbursement. I have sent multiple customer service requests and have not received any response. Previously, their customer service department had been responsive. This company is making a substantial amount of money off of every visit I charge using their service. I have legitimate questions that need to be addressed and they are not providing answers but are completely neglecting my inquiries. I am starting to feel that I may need to look elsewhere for another payment service. I am requesting that BBB contact IVYPay and request that they be in touch with me in order to address the problems I am having with their service. Thank you.

• Initial Complaint

  Date:03/21/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Tuesday, March 14th I sent a request to IVYPAY to update my 1099K, which did not include ******** Feb, or March amounts in my 2022 tax reconciliation. I was told to wait 5 to 7 days, during which time I went into the app repeatedly to check. March 20, 2023 I was sent the exact same, incorrect 1099K which did not have ********** I reached out via email (only method of communicating) and offered to send them my corrected copy that I was filing with the **** I was told by their customer service that I had changed my address to my business, and that is why they sent me the same. I responded, five emails so far, that I never changed my business address, that when I went into the app to check the status of my 1099K the app requested my RESIDENTIAL address to verify my identity. Upon this prompt, I entered my residential address as they requested. At this point I called the company directly and left 2 voicemails, after the second voicemail I received an EMAIL asking if I really wanted them to call back? Later today when I tried to use the app to process payments for my therapy business, I realized they UNLINKED my business bank account and they have kept $398 of my earnings. Not to mention that I could not run any of the charges from today because I am afraid I will never see that money. When I attempted to RELINK my bank account (three times) it continued to lock me out. When I reached out (again) via phone and email I received one email back saying they suspect fraud on my account and that is why they locked me out!! IN this email suggest I relink my bank account. I called them and emailed them stating I have tried that (4 times now) and it will not relink. Now I have received no phone calls or emails since 3 PM EST.